SecurLOCK: Maximize Cardholder Experience

SecurLOCK Fraud Management is an FIS Global product that provides industry-leading fraud mitigation tools. SecurLOCK monitoring is applied to all Advantage card products and all card activity including ATM, PIN Debit and signature transactions.

There are two foundational products in the SecurLOCK suite of products:

SecurLOCK FRAUD MONITORING AND CASE CREATION

When one or more authorized transactions on a card cause the fraud monitoring system to suspect fraud, the card is automatically blocked. A case is created and a Fraud Alert Detail email is sent to the FI. All Advantage member institutions participate in SL fraud monitoring and case creation.

What can you do to maximize the cardholder experience? Look up the card in CMSe/Cardbase and review the transaction(s) in question as well as the Notes screen. Set a travel indictor if warranted. Contact the cardholder if necessary. Respond to each Fraud Alert Detail Report via email or telephone. (Email or telephone responses from the institution are required whether the IVR, a Fraud Specialist or the financial institution assisted the cardholder.)If your institution participates in Communicate, verify whether SecurLOCK was able to contact the cardholder. If telephone numbers or email addresses are missing on CMSe, contact the cardholder to get them.

SecurLOCK BLOCK

Fraud rules are included in the fraud scoring process and are also applied independently to each transaction. Rules are a fraud protection system which declines high-fraud-risk authorizations based on merchant name and location, risk scoring, or other factors. All Advantage member institutions participate in SL Block. A Fraud Alert Detail Report is not sent to the financial institution when an authorization has been blocked.

What can you do to maximize the cardholder experience? When a cardholder contacts their institution to report their card is not working, look up the card in CMSe/Cardbase and review the transaction(s) in question as well as the Notes screen. Set a travel indictor if warranted. Proactively, you can review the Daily Fraud Reports on StarView and look up the card in CMSe/Cardbase. Review the transaction(s) in question as well as the Notes screen. Set a travel indictor if warranted. Contact the cardholder if necessary. (FAL01D – FAM Real Time Decline Detail and FAL06D – FAM Card Status Change)